ComplaintsforClarke Basement Systems (Div of Don Clarke Contracting Ltd)

• Initial Complaint

  29/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased our house in October 2010. We noticed that the lower portion of the drywall in the basement had been re-done, which indicated past water damage. We were then told that Clarke Basement Systems had fixed the problem and also provided a life time warrantied water proof system in our house. We contacted Clarke’s to verify, which they did, and also said the warranty would be switched into my name. Since then they have provided some maintenance on the system as well as replacing older sub pump with a new one. Now our basement has a small leak and one of their associates (Ryan) came out to look at it and told us that they would not cover this type of water damage because they could not find the proper paperwork on what system they provided originally. They have all the insulation dates and say that my warranty is still valid, but because the old business owner did not keep detailed notes I would have to prove what system they put in. They admit to putting up the systems that you can see above ground but we would have to dig up the concrete to see what system they put under the house which is insane to me. On a side note, where it is leaking looks like a patched skim coat of concrete from when they did a test dig originally.

  Customer response

  08/03/2024

  Good afternoon
  Clarke Basement Systems has been in touch with me in regards to my concerns with there warranty on my basement. They were able to provide original documents showing that there was only a 10 year warranty on the system that I have, not a life time warranty. Since the system was installed in 2005 I am outside this warranty and there for would like to terminate this claim.
  
  Also I have been in contact with Mr. C., and he suggest he can fix my current issues at an affordable price. So tomorrow my hope is that Mr. C. and I will be scheduling a date in the near future, which I really do appreciate, and wanted to make you aware of.
  
  Thank you for all your help
  ****** *******

• Initial Complaint

  03/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was misled: 1. Rep told me I could get a rebate from the city to cover the sump pump. 2. When I asked, he said a permit was definitely not required as they were “certified waterproofers.” I searched the city website for any forms I might need Clarke to complete to get the rebate. I found the work DOES require a permit AND an inspection by a city-approved plumber and that Clarke knew this per webpage since deleted but archived: *********************************************************************************************************************************** ]. I told the rep about the permit issue. They refused to help me with the permit application. They suggested I go ahead without the permit. I did not feel comfortable with this and asked to cancel the project. The rep then informed me that a 7% admin fee, quoting the exact amount as $267, would be deducted from the refund of my deposit. Later I received a call from the rep that the admin fee was now $1130. He said this was based on the whole amount of the project, not just the deposit. However, 7% of the whole project equates to $890. Any complaints I made to the rep were met with “it’s out of my hands.” I was told on two occasions that the production manager would call me back to find a resolution but he never did.

  Business response

  29/03/2023

  We have dealt with this matter and all issues have been resolved. Both parties are now happy and can move on. 

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